Affinity Water is a prominent water supply company based in the United Kingdom, dedicated to providing high-quality water services to residential and commercial customers. The company operates within the water utility sector, focusing on the treatment and distribution of drinking water to millions of households and businesses across its service area. With a commitment to sustainability and customer satisfaction, Affinity Water emphasizes reliable service delivery and environmental responsibility. The company engages with its customers through various channels to ensure transparency and responsiveness to their needs. As a key player in the water industry, Affinity Water aims to maintain safe and clean water supplies while adhering to regulatory standards and fostering community relationships. For more information, customers can visit their official website at affinitywater.co.uk.
Affinity Water receives mixed feedback from its customers, with many praising the helpfulness and professionalism of staff, particularly in resolving water issues and providing timely updates. Reviewers highlight positive experiences with agents like Steve and Precious, who are noted for their patience and support.
However, a significant number of consumers express frustration with the company's customer service, citing long hold times, lack of response to queries, and difficulties in setting up accounts or meters. Complaints about billing practices, including steep price increases and inadequate communication regarding bills, are prevalent. Additionally, issues with water pressure and quality have left some customers dissatisfied.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 2.7 | 816 | 100% | ● Low |
Monthly average rating from reviews written by people · latest review Jul 2025.
| Month | Average | Reviews |
|---|---|---|
| Aug 24 | 3.2 | 42 |
| Sep 24 | 3.4 | 27 |
| Oct 24 | 3.1 | 32 |
| Nov 24 | 2.9 | 22 |
| Dec 24 | 3.2 | 54 |
| Jan 25 | 3.2 | 44 |
| Feb 25 | 3.1 | 53 |
| Mar 25 | 2.5 | 51 |
| Apr 25 | 2.7 | 65 |
| May 25 | 2.8 | 62 |
| Jun 25 | 2.9 | 71 |
| Jul 25 | 2.3 | 16 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 500 most recent reviews.
“Steve from the Whitfield Dover area of Affinity Water, was quite amazing”
“Cant speak to anyone, been on hold for over an hour only to be disconnected”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Water Services.
| Company | Overall | Legit | Service | Value | Website & app | Trend | Reviews |
|---|---|---|---|---|---|---|---|
 | 2.7 out of 5 (poor) | 100 out of 100 | 3.3 out of 5 (fair) | 1.5 out of 5 (poor) | 2.6 out of 5 (poor) | −13% | 816 |
| 4.5 out of 5 (good) | 100 out of 100 | 4.8 out of 5 (good) | 2.0 out of 5 (poor) | 4.7 out of 5 (good) | — | 1,000 | |
| 1.5 out of 5 (poor) | 100 out of 100 | 1.8 out of 5 (poor) | — | 1.3 out of 5 (poor) | — | 40 | |
| 4.4 out of 5 (good) | 100 out of 100 | 4.6 out of 5 (good) | 2.7 out of 5 (poor) | 3.6 out of 5 (good) | — | 1,000 | |
| 4.4 out of 5 (good) | 100 out of 100 | 4.5 out of 5 (good) | 3.8 out of 5 (good) | 4.4 out of 5 (good) | — | 999 |
Bottom line: Affinity Water is #4 of 5 on overall rating in this group. On value, So Energy scores higher (3.8 vs 1.5).
500 reviews of Affinity Water. Filter by what matters to you.
I reported a roadside water leak on a Sunday. My call was handled professionally - with the operator viewing a map of the area and identifying the precise location from my information; noting the urgency from the significant loss of water. I was thanked for my reporting the leak and promised to be kept informed of developments / actions taken.
I've been with affinity water for many years and have never had a problem there customer service is excellent and they are always helpful
Very helpful well trained staff and a very good response from the company
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Polarized pattern: few middle ratings. 47% of recent reviews are 4–5★ and 49% are 1–2★.
great and quick response
I was with Affinity Water for years & years until I moved to another part of the country on the 21st Feb 2025 which is not covered by them. In all my time I found them easy & helpful to deal with & when I needed to close my account they were helpful & speedy in getting my refund to me. Thank you.
The staff I chat to (online chat) was very helpful and informative about the whole process.
Great customer service
Affinity water has been useless. I booked to have a water meter no one showed up. I then had to rebook the appointment and the van showed up didn’t buzz my door so I phoned affinity water and watched them drive off and get told that they had tried to gain entry to the property but couldn’t, which was a lie because I watched the van come in and then leave again. To rebook my appointment they are telling me I have to wait until July. Which is 4 months away. When asking for help all they say is “someone will be in contact the next few days”.
75 years old. Moving home 31/3. Have always paid Affinity bill by DD in advance at start of month. Last payment made 3/3. Unable to read meter as there are 4 (for separate flats in property) located below pavement outside property. Meters do not identify to which flat they relate. Affinity website says if you experience problems reading meter to contact them & they will arrange reading. Asked them to read meter on moving date. They declined & sent me an ESTIMATED final bill for over £50 which is twice my usual monthly payment. No explanation of why an EXTRA payment of TWICE my monthly payment believed to be due when I already paid for March. Service is appalling.
I was promised a water meter in 2019 we had a survey & heard nothing from you. I tried again in January someone came looked at position again we heard nothing. I phoned again 1 month ago was told we would have a survey nobody came. Phoned again today told it will be installed April 29th in the meantime you are asking for over £85 a month when only 2 of us live here & are both over 80 years old. How is this justified? Customer number 4880264-5
Repeatedly poor service; not least changing my Direct Debit payments without telling me. Every year I have to call them to make the slightly higher payments that work to ensure their shocking price increases are covered. Every year they drop the payments back down. 2025 is a special year for poor service as they put the correct DD through in January as requested then changed it again. Re-Nationalise this essential utility, this is profit before service - again. Response noted - there is nothing more to add. Affinity repeatedly ignore reasonable requests to maintain DD payments and on every occasion fail to provide a basic level service. Interesting to see that Ofwat don’t take any interest in billing issues like this so it seems they are also happy for customers who are proactive with monitoring payments to make up for the shortfall.
The worst company which it’s just stilling your money I had a problem for 2 months and then I am calling them they are telling different story just to don’t resolve my problem I’ve got a bill for 2 months which one was 161£ for 2 people in a flat they didn’t even checked then we moved my reading mater they just estimate by themselves and know they are asking again for money in 1 year I received 6 bills to pay and never received a explanation they are waiting to pay
Needs to improve their performance on customer complaints and customer service which is far below expectation. I sent a genuine complaint to affinity water by email it was not replied to. I also made several calls about the same simple complaint it was not corrected. I applied for water and mistakingly sent them a Gas meter reading instead of water meter reading because the property has a communal water meter. When the landlord informed me about it and that I shouldn't have applied for water because, my water bill in included in the service charges I pay monthly hence, I sent Affinity Water email to inform them to cancel my application because it's not necessary as I don't need to as I already pay for the communal water meter bills monthly. Sadly enough that as I write have not done the cancellation yet. Maybe they want to charge me extra for reasons known to them. What an appalling and irresponsible customer service is this? This shouldn't take a minute for affinity water to go through their system and cancel and delete my application. They keep me on the phone explaining the same narrative everytime they send me a fictitious water bill without me having a personal water meter. Please improve on your customer service in this modern world. Regards.
I have read all the Affinity company bull and it still leaves me with the same question you have tried so hard not to answer and justify. If you have spent years under-funding your own infrastructure and paying out dividends and bonuses to your shareholders and managers then it is not my problem that you do not have sufficient funds, is it? I have already been paying you yearly to invest this money back into a decent water supply and obviously you have not been doing this. Now that I am a pensioner and receive a 4.1% increase on my pension you suddenly come up with a 29/30 % increase on my rates and tell me it is to fund all the schemes you claimed all my other payments over the years have been for. For people like yourself that are earning a living wage, when inflation gets to high you push your employers to give you above inflation pay rises and if you do not get it you take industrial action to force this issue - then the water companies pass those costs onto the customer again i.e me!!. So what can the pensioner do, nothing other than cut back on heating and food to save money, what a great way to treat the elderly and you will get there one day and realise that a £40 pm pension increase is going no where when over half of it is taken by poorly run entities like yours. Now add to this the issues that are not of your making, heating - electricity - food - petrol - insurance increases etc all of which have gone up by more than 4.1 % each and I can insure you that my £40 increase is now going to be in excess of £60 pm worse off. So please do not treat me like an idiot and tell me how Affinity justify a 29/30 % hike for doing nothing new or anything more for me, where are the water meters you offered us 18 mths ago free of charge and have never been fitted???? Steve Stratford. 21/03/2025 As a company you told customers on a mailshot that money could be saved if you had a water meter fitted and you also said that you would be installing these meters in our road and that we did not have to be at home as all work takes place outside the premises. You never did that and apparently any you did fit in other roads have not all been turned on even when requested, so I can not save money as you will not do your part but you will charge me 29/30 % increase to shore up a woefully inadequately run company. 21/03/2025 I have just phoned Affinity Water and although I live in the UK they have decided that the best person for me to talk to is a call centre in South Africa so they can answer my query on my bill and a water meter. What a joke, because as soon as you ask a question that is not on their prepared script they are lost.
At the moment, Affinity water is misusing its power by repeatedly charging me for "estimated" amounts of water that is more than double what I use, despite my repeated efforts to correct the situation over the course of 6+ months. - They do not appear to send someone out to read my meter. - They also do not email me to know they need a reading. - 6 months ago, I called Affinity to request they correct my bill. The woman I spoke to on the phone made no attempt to correct the situation despite reading off my meter and sending in a picture. - 6 months ago I also used Affinity's website to submit a reading from my meter. This reading appears to have been DELETED and ignored. - I have just recently (again) tried to submit a meter reading, and the amount of my actual meter is so much lower than their "estimated" readings that it doesn't seem to even show up after submission. - I have also tried using their online form to outline the issue, including a picture of my meter. I still have not received a response. All together, Affinity has repeatedly chosen to ignore the readings from my water meter and my many attempts to correct the situation. Instead, they appear to prefer to charge me for a random excessive amount of water usage. Is this not theft?
All they want is money. Don’t care if water pressure is rubbish and water is not even clean.
Absolutely terrible experience with this water company! They’ve been sending false bills for months, When I tried to dispute the bill, their customer service was completely unhelpful and dismissive.To make matters worse, they reported these fake charges to the credit bureaus, damaging my credit score without any proper investigation. This is completely unacceptable and feels like a predatory tactic. Avoid this company at all costs! If you’re already dealing with them, I suggest documenting everything and filing a formal complaint with your local utility commission or consumer protection agency.
Affinity Water is a prominent water supply company based in the United Kingdom, dedicated to providing high-quality water services to residential and commercial customers. The company operates within the water utility sector, focusing on the treatment and distribution of drinking water to millions of households and businesses across its service area. With a commitment to sustainability and customer satisfaction, Affinity Water emphasizes reliable service delivery and environmental responsibility. The company engages with its customers through various channels to ensure transparency and responsiveness to their needs. As a key player in the water industry, Affinity Water aims to maintain safe and clean water supplies while adhering to regulatory standards and fostering community relationships. For more information, customers can visit their official website at affinitywater.co.uk.
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